If retailers want to own the market, crush competitors and reap financial rewards, they must create a strategic plan to improve customer service and enhance the customer experience, according to John Tschohl, president of Service Quality Institute, www.customer-service.com “If your company thinks customer service is limited to greeting a customer and dealing with their complaints, [...]
Tag: "John Tschohl"
The phrase, “If you snooze, you lose” turns out to be true in the realm of customer service. Among the many tools and tactics a company can use to improve the customer experience, speed is the most overlooked. “That’s unfortunate because a major factor in creating a positive customer experience is speed,” says customer service [...]
By John Tschohl The economy is improving, bringing with it a sense of optimism. That optimism, however, can be dangerous. All too often, it brings with it a tendency to breathe a sigh of relief and loosen your grip on the financial reins. While it might be human nature to relax when things get better, [...]